• Act as the primary interface for incoming support inquiries • Provide comprehensive support for Tier 1 and designated Tier 2 complexities • Analyze and remedy concerns regarding platform functionality and integrations • Route sophisticated technical hurdles to advanced engineers or internal partners • Manage support interactions involving REST APIs and authentication processes • Maintain professional dialogue with customers, ensuring consistent status reports • Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles • Develop content for the knowledge base and contribute to help articles • Perform technical validation and testing to replicate bugs reported by users • Identify emerging support patterns and communicate insights to the team • Collaborate across Product and Engineering departments to elevate user experience

• Lead, coach, and develop a team of Technical Support Engineers • Manage day-to-day support operations, including queue health and case quality • Serve as a point of leadership escalation for high-priority customer issues • Build partnerships with Engineering and Product teams for improvement • Establish and refine support processes, workflows, and escalation paths • Use metrics to identify trends and drive operational improvements • Ensure the team can troubleshoot issues involving integrations and APIs • Partner on hiring and organizational design as the team scales

• Provides advanced, customer-focused technical assistance to university faculty across multiple channels, including phone, chat, and email. • Responsible for troubleshooting complex issues related to classroom technology and supported applications, resolving escalated cases, and ensuring timely, effective solutions. • Collaborates across teams to address technical challenges, maintains detailed case documentation, and consistently meets quality and service metrics. • Handles escalated issues and conducts advanced troubleshooting to effectively resolve problems.

• Provides first-contact technical support via phone, chat, and ticketing systems, ensuring timely and accurate resolution of IT issues related to user accounts, hardware/software, connectivity, and business applications. • Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time. • Guides users through troubleshooting steps, installations, or workarounds while maintaining a clear, supportive, and professional communication style. • Documents each support interaction thoroughly in the ITSM system. • Coordinates escalations to appropriate teams by collecting logs, screenshots, and issue context to streamline handoff and avoid rework. • Flags recurring issues for review by senior technical teams. • Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines. • Maintains up-to-date knowledge of enterprise technology platforms, security policies, and support procedures.